Cultural Competency Training: Communicating with Emerging Cultures
Active Listening Training-The secret of · Communicating Across Cultures Training Course Body...
Transcript of Active Listening Training-The secret of · Communicating Across Cultures Training Course Body...
"The single biggest problem in communication is the illusion that ithas taken place."
BusinessCommunicationCourses
Professional Development Training has a specialised division of BusinessCommunication experts that will tailor the delivery of any of the courses to bespecific to your situation and learning needs
Business Communication Courses
Active Listening Training-The secret ofgreat communicators!
Business Etiquette TrainingCourse
Business Writing Course
Communication Skills Training Course Conflict Resolution Training Creative Problem SolvingTraining
Email Etiquette Training Meeting Management Course Negotiation Training
Professional Telephone Skills Course Public Speaking Training Emotional Intelligence (EQ)
Writing Winning Proposals TrainingCourse
Communicating Across CulturesTraining Course
Body Language Training
Think on Your Feet® (2-days) Minute-taking Training Course Managing DifficultConversations
Team Communication Course Telework and TelecommutingTraining
Delivering ConstructiveCriticism Training
Learn to Communicate Effectively Across All Levelsof Business
Professional Development Training has a specialised division of Business Communicationexperts that will tailor the delivery of any of the courses to be specific to your situation andlearning needs. Our extensive curriculum in Business Communication, outstanding depth of trainers across thecountry and diverse range of industry experience means that pd training is the best choice forBusiness Communication courses. pd training will exceed your expectations and help you achieve the results you are seeking.
Active listening is the key to effective communication.In this Active Listening training course you will learn how to listen, understand and then respond. Using these techniquesyou will become a more effective communicator in all situations.Pd training's active listening training course is available now in Brisbane, Sydney, Melbourne, Adelaide, Canberra,Parramatta and Perth.
Active Listening Training-The secret of great communicators! Course Outline
Foreword:Effective listening is actively absorbing the information given to you by a speaker, showing that you are listening andinterested and providing feedback to the speaker so that he or she knows the message was received. This fun and interactive Active Listening Skills Training Program will provide practical skills and knowledge that youwill transform your personal and professional interactions and lead to more rewarding and meaningful communication.
Outcomes:In this course participants will:
Engage more effectively through actively listeningUnderstand the difference between ‘hearing’ and ‘listening’Learn the techniques to listen activelyIncrease their awareness of communication behavioursUnderstand how emotions effect their ability to listenLearn to paraphrase and restate for clarificationBe able to manage and encourage constructive collaboration
Active Listening Training Course - Lesson 1How Well do you Actively Listen?
Let's test your active listening abilityWhy are you not listening to me?Our inner voice-over rule
Active Listening Training Course - Lesson 2What affects Listening?
The role of the speakerThe role of the listenerReading non-verbal communicationUsing questioning skillsFeedback
Active Listening Training Course - Lesson 3Determine your Communication Behaviours
Establish your behavioural style in different situationsDo you give up or bulldoze through?But isn't your way right?
Active Listening Training Course - Lesson 4High Emotion - Low Intelligence
So what does it mean when I become emotional?How does it affect my listening skills?How does it affect the listening skills of others?
Active Listening Training Course - Lesson 5Steps to Improve your Active Listening
Learn to live in the momentLearn to like/love/gain respectListening is also interpreting
Active Listening Training Course - Lesson 6Tips and Tricks to Manage a Brainstorming Environment
Stay in controlGenerate better ideas through collaboration
The pd training Business Etiquette training course will align your staff's understanding of professionalism with the desiredexpectations of your company. As participants your staff will conduct themselves more professionally, communicatemore effectively, acquiring the tools to create that all important first impression. Business etiquette training courses are available now throughout Australia, including Brisbane, Sydney, Melbourne,Adelaide, Canberra and Perth.
Business Etiquette Training Course Course Outline
Foreword:Business etiquette has never been more important. Traditional structures and communication is changing, howeveretiquette and professionalism are still important within the business and with external clients.
Outcomes:In this course participants will:
Understand what etiquette is and why it's importantLearn how to introduce yourself professionallyUnderstand the "3 C's" and how to use them to create a good first impressionLearn tools to assist and minimise nervousnessUse techniques to master name memorisation Know the "4 levels of conversation"Learn to conduct yourself professionallyUnderstand appropriate etiquette for open plan and cubicle environmentsKnow what not to do in a meetingAcquire the fundamentals of email etiquette
Business Etiquette Training Course - Lesson 1Networking for Success
Creating an Effective IntroductionMaking a Great First ImpressionMinimising NervousnessUsing Business Cards EffectivelyRemembering Names
Business Etiquette Training Course - Lesson 2Professional Introductions
The three-step processThe four levels of conversationThe Handshake
Business Etiquette Training Course - Lesson 3Professional Office Conduct
Open Plan and Cubicle environmentsWorking out of the officeEating at WorkMeeting Do's and Don'ts
Business Etiquette Training Course - Lesson 4Business Email Etiquette
Professionalism & emailsProper and improper use for forwarding and CCGrammar, flaming and netiquetteTop 5 technology tips
Business Etiquette Training Course - Lesson 5Business E-Mail Etiquette
Addressing your MessageGrammar and AcronymsTop Five Technology Tips
Business Etiquette Training Course - Lesson 6Eating Out
Ordering in a RestaurantAbout Alcoholic BeveragesPaying the BillTipping
Business Etiquette Training Course - Lesson 7Telephone Etiquette
Developing an Appropriate GreetingDealing with Voice MailMobile Phone Do's and Dont's
Business Etiquette Training Course - Lesson 8The Written Letter
Thank You NotesFormal LettersInformal Letters
Business Etiquette Training Course - Lesson 9Dressing for Success
The Meaning of ColoursInterpreting Common Dress CodesDeciding what to Wear
Business Etiquette Training Course - Lesson 10International Etiquette
General RulesImportant PointsPreparation Tips
This Professional Business Writing Training Course provides participants with techniques to structure a diverse range ofbusiness documents for greater clarity and impact. This Business Writing Course will benefit people at all levels across the organisation. This course has a strong focus onwriting effective email and other business documents for better readability ensuring messages are communicatedconcisely and clearly. Professional Business Writing training is great for all staff and more fun than you think, so join a class today or have atrainer come to your workplace in Brisbane, Sydney, Parramatta, Melbourne, Canberra, Adelaide or Perth.
Business Writing Course Course Outline
Foreword:Writing is a key method of communication in personal and professional life and for many it is a skill that requires focus,training and practice. In this Professional Business Writing Training Course participants will refresh some fundamentalssuch as spelling, grammar, and punctuation.People will also learn how to approach most common business documents including emails, proposals, reports andagendas providing that extra level of professionalism with internal and external communications.
Outcomes:In this course participants will:
Gain a better understanding of common spelling & grammar issues in business writingReview basic concepts in sentence & paragraph constructionLearn to use email professionally & effectivelyLearn how to write agendas, email messages and business letters Understand the key elements of a great written proposalMaster techniques for improved proofreading skillsLearn how peer reviews can help improve business writing skillsGain an understanding of printing and publishing guidelines
Business Writing Training Course - Lesson 1Writing with Professional Impact
SpellingGrammarCreating a Cheat Sheet
Business Writing Training Course - Lesson 2Structuring Sentences for Effectiveness andReadability
Parts of a SentencePunctuationTypes of Sentences
Business Writing Training Course - Lesson 3Creating Paragraphs with Persuasive Power
The Basic PartsOrganisation Methods
Business Writing Training Course - Lesson 4Writing Meeting Agendas
The Basic StructureChoosing a FormatWriting the Agenda
Business Writing Training Course - Lesson 5Professional Email and Email Etiquette
Addressing Your MessageAppropriate and effective use of 'Urgent'Make the most of your prime email-estateIntroduction – Body – ConclusionEffective Subject lines: Don’t make me open the email to findout the purposeDon’t make me scroll! - 1 page view onlyDon’t make me translate your sloppy languageDon’t make me read redundant words2 – 3 lines per paragraphSalutationSignoff and SignatureCorporate Communications TaglinesUsing 'Draft'Using 'Time Delays'Grammar and AcronymsEmail StyleChoosing a StyleWriting the Email
Business Writing Training Course - Lesson 6Writing Business Letters
The Basic StructureChoosing a FormatWriting the Letter
Business Writing Training Course - Lesson 7Writing Proposals
The Basic StructureThe key elements to a great proposalWhat to leave out
Business Writing Training Course - Lesson 8Writing Reports
The Basic StructureThe key elements to a reportUsing Tables Graphs and ImageryCommon mistakes
Business Writing Training Course - Lesson 9Other Types of Documents
Requests for ProposalsProjectionsExecutive SummariesBusiness Cases
Business Writing Training Course - Lesson 10Proofreading and Finishing - Avoid the Cringe
A Proofreading PrimerHow Peer Review can helpPrinting and Publishing
The ability to communicate effectively can have a profound effect on your personal and professional life.This communication skills training course provides you with practical, effective tools to enable clear and effectivecommunication in all situations.This engaging and highly practical training course is available now throughout Australia, including Brisbane, Sydney,Melbourne, Adelaide, Canberra, Parramatta and Perth.
Communication Skills Training Course Course Outline
Foreword:This communications training course helps people communicate appropriately and clearly in all situations. This is a greatcourse for everyone as the benefits can have a positive effect on every aspect of life. Learn to understand how youcommunicate, how others communicate and how to adjust to meet their needs. Discover how effective communication isgreatly improved by understanding communication preferences and overcoming communication barriers. This interpersonal communication course will ensure your colleagues receive your message clearly and improve yourworkplace relationships in general. If you have never completed a communications course of this type you are missingout on understanding fundamental concepts that will have a profound effect on your life and success in the workplace.
Outcomes:In this course, participants will:
Gain insight into their personality type and communication preferences, using our proprietary profiling toolLearn to recognise other people's personality types and communication preferencesLearn to adjust your own communication approach based on need and situationUnderstand barriers to effective communication and how to overcome themLearn how to effectively utilise toneMaster the S.T.A.R. method for speaking on the spotLearn to use body language appropriatelyLearn to listen actively and effectivelyGain insight into asking open questionsBecome a more effective communicator through the use and application of practical tools
Communication Skills Training Course - Lesson 1Getting to know yourself - CHOIce
What is your personality type?What are your communication preferences?What are your communication tendencies?
Communication Skills Training Course - Lesson 2Understanding others - CHOIce
What other personality types are out there?What are their communication preferences?What are their communication tendencies?
Communication Skills Training Course - Lesson 3Making allowance for others CHOIce and circumstance
Consider your approach:What is the receiver's CHOIce?What type of message are you delivering?Is sensitivity, personal touch, speed,evidence, privacy or public acknowledgement most important?
Develop strategies for future application
Communication Skills Training Course - Lesson 4Understanding Communication Barriers
An Overview of Common BarriersLanguage BarriersCultural BarriersDifferences in Time and Place
Communication Skills Training Course - Lesson 5Paraverbal Communication Skills
The Power of PitchThe Truth about ToneThe Strength of Speed
Communication Skills Training Course - Lesson 6Non-Verbal Communication
Understanding the Mehrabian StudyAll About Body LanguageInterpreting Gestures
Communication Skills Training Course - Lesson 7Speaking Like a S.T.A.R.
S = SituationT = TaskA = ActionR = ResultSummary
Communication Skills Training Course - Lesson 8Active Listening Skills
Seven Ways to Listen Better TodayUnderstanding Active ListeningSending Good Signals to Others
Communication Skills Training Course - Lesson 9Asking Good Questions
Open QuestionsClosed QuestionsProbing Questions
Communication Skills Training Course - Lesson 10Appreciative Inquiry
The Purpose of AIThe Four StagesExamples and Case Studies
Communication Skills Training Course - Lesson 11Mastering the Art of Conversation
Level One: Discussing General TopicsLevel Two: Sharing Ideas and PerspectivesLevel Three: Sharing Personal ExperiencesOur Top Networking Tips
Communication Skills Training Course - Lesson 12Conversational Psychology
Understanding Precipitating FactorsEstablishing Common GroundUsing “I” Messages
Conflict in human relationships, even good relationships, is inevitable. Learning how to manage conflict is a key skill foranyone that works in a team, interfaces with customers or has a supervisory role.This Conflict Resolution Training Course empowers participants with the techniques to identify the source of conflict andto manage and resolve conflict quickly with professionalism.Join a Conflict Resolution Training Class today, or have a trainer come to your workplace in Brisbane, Sydney,Parramatta, Melbourne, Canberra, Adelaide or Perth.
Conflict Resolution Training Course Outline
Foreword:Conflict is the result of people having differing needs, opinions, expectations and importantly different perspectives.The reality of conflict is that in any human relationship it is inevitable, if handled well, conflict provides a powerful avenuefor significant growth. Conflict resolution involves recognising and managing the particular conflict. This is an essential part of buildingemotional intelligence, and nurturing relationships. Poorly handled conflict can affect both the employees and the clientsthereby impacting the company’s bottom-line. To maintain your competitive advantage, you need the entire organisationto focus on developing conflict resolution strategies to quickly and effectively resolve conflict, while building trust andcommitment with clients and colleagues.This Conflict Resolution Training Course provides techniques for individuals in an organisation to resolve workplaceconflict and build a common understanding and framework for working through challenging conflict situations. We have,after much research, decided to focus on the Win-Win Approach using the three critical skills of conflict resolution –Negotiation, Assertiveness and Persuasion. These skills will enable the participants to develop conflict resolutionstrategies for quickly and effectively recognising, resolving and preventing conflict.
Outcomes:In this course participants will:
Gain a thorough understanding of the sources, causes and types of conflictMaster all six phases of the conflict resolution processUnderstand the five main approaches to conflict resolutionLearn to apply conflict resolution approaches Learn how to use parts of the conflict resolution process to recognise and prevent conflict before it escalatesDevelop communication tools such as agreement frames and open questionsLearn practical anger and stress management techniques
Conflict Resolution Training Course - Lesson 1An Introduction to Conflict Resolution
What is Conflict?What is Conflict Resolution?Understanding the Conflict Resolution Process
Conflict Resolution Training Course - Lesson 2Conflict Resolution with the Thomas-KilmannInstrument
CollaboratingCompetingCompromisingAccommodatingAvoiding
Conflict Resolution Training Course - Lesson 3Creating an Effective Atmosphere
Neutralising EmotionsSetting Ground RulesChoosing the Time and Place
Conflict Resolution Training Course - Lesson 4Creating Mutual Understanding
What do I Want?What do They Want?What do We Want?
Conflict Resolution Training Course - Lesson 5Focusing on Individual Needs
Finding Common GroundBuilding Positive Energy and GoodwillStrengthening your Partnership
Conflict Resolution Training Course - Lesson 6Getting to the Root Cause
Examining Root CauseCreating a Cause and Effect DiagramThe Importance of ForgivenessIdentifying the Benefits of Resolution
Conflict Resolution Training Course - Lesson 7Generating Options
Generate, don't EvaluateCreating Mutual Gain Options and Multiple OptionSolutionsDigging Deeper into your Options
Conflict Resolution Training Course - Lesson 8Building a Solution
Creating CriteriaCreating a ShortlistChoosing a SolutionBuilding a Plan
Conflict Resolution Training Course - Lesson 9The Short Version of the Process
Evaluating the SituationChoosing your StepsCreating an Action PlanUsing Individual Process Steps
Conflict Resolution Training Course - Lesson 10Additional Tools
Stress and Anger Management TechniquesThe Agreement FrameAsking Open Questions
"Learn to become part of the solution."This Creative Problem Solving training course will provide participants with a complete and practical understanding of thesteps involved to analyse, discover and solve problems in the workplace.Join a Creative Problem Solving training class today, or have a trainer come to your workplace in Brisbane, Sydney,Parramatta, Melbourne, Canberra, Adelaide or Perth.
Creative Problem Solving Training Course Outline
Foreword:In the past few decades, psychologists and business people alike have discovered that successful problem solvers tendto use the same type of process to identify and implement the solutions to their problems. This process works for anykind of problem, large or small.This Creative Problem Solving workshop will give participants an overview of the entire creative problem solving process,as well as key problem solving tools that they can use every day.
Outcomes:In this course participants will:
Understand the complete process of creatively solving a problem.Learn some key questions to ask when gathering information about a problem Take home tools to effectively determine what 'the problem is'Learn to write concrete problem statementsDiscover idea-generating tools like affinity diagrams, word chaining, the box method, the six thinking hats & the blinkmethodLearn to evaluate potential solutions against specific criteria like a cost/benefit analysis or group votingLearn to perform a final problem analysis and then select a solutionUnderstand the why's & how's of refining & re-refining a solution shortlistLearn how to identify the tasks & resources necessary to implement a solutionUnderstand how to evaluate & adapt solutions to reality
Creative Problem Solving Training Course - Lesson 1The Problem-Solving Method
Introduction to Six-Step ProcessProblem DefinitionInformation GatheringGenerating Possible SolutionsAnalysing the SolutionsSelecting the Best Solution(s)Planning the Next Course of Action
Creative Problem Solving Training Course - Lesson 2Problem Definition
Identifying the ProblemPAG vs. PAUDetermining the ScopeWriting the Problem Statement
Creative Problem Solving Training Course - Lesson 3Information Gathering
Understanding Types of InformationIdentifying Key QuestionsDeveloping Criteria
Creative Problem Solving Training Course - Lesson 4Brainstorming Basics
Creating a Creative SpaceSetting the Ground RulesGenerating Ideas
Creative Problem Solving Training Course - Lesson 6Generating Solutions - Part Two
Using the Box MethodUsing the Six Thinking HatsUsing the Blink Method
Creative Problem Solving Training Course - Lesson 5Generating Solutions - Part One
Logistical SolutionsUsing Affinity DiagramsWord Chaining
Creative Problem Solving Training Course - Lesson 7Evaluating Solutions
Developing CriteriaUsing Cost/Benefit AnalysisGroup Voting
Creative Problem Solving Training Course - Lesson 8Selecting a Solution
Doing a Final AnalysisFacts vs. IntuitionRefining and Re-Refining the Shortlist
Creative Problem Solving Training Course - Lesson 9Planning your Next Steps
Identifying TasksIdentifying ResourcesEvaluating and Adapting
Creative Problem Solving Training Course - Lesson 10Recording Lessons Learned
Planning the Follow-up MeetingsCelebrating SuccessesIdentifying Improvements
In this age of technology, email is the preferred and often most efficient form of communication, yet many organisationsoverlook this very important form of business communication.This Email Etiquette training course from pdtraining, provides participants with the skills and techniques necessary formanaging emails and writing professionally with effective email structures.This exciting training course is available now throughout Australia, including Brisbane, Sydney, Melbourne, Adelaide,Canberra and Perth.
Email Etiquette Training Course Outline
Foreword:A new international workplace survey (2007) has found that 83% of Australians use email, Internet, or both while at workand most are convinced it makes them more productive.The survey by global recruitment agency, Kelly Services, found that the use of online communications has extendedacross most of the workforce with only 9% using neither email nor Internet. Both men and women were equallyenthusiastic users of email and the Internet and those in the 25-54 year old age bracket were intensive users.The survey highlights the pervasive use of online tools in the workplace and there is little doubt that online technologieshave transformed the way business operates. With this growing trend in modern business communication withinAustralia, the explosion of unnecessary and time-wasting emails was one of the biggest sources of complaint. Some 35%of workers said they received high levels of emails that were either time wasting or unnecessary. This evidently points tothe volume of emails that are directed to people without a clear purpose.There was widespread acceptance that the technology has a positive impact on the quality of work. However, like anytool, it is important that managers take time to provide the training and support to enable staff to effectively integrateonline tools into their daily work routine, and gain maximum benefit.In an increasingly knowledge-based economy, it is critical that information is widely accessible and able to be utilisedeffectively in the workplace. It is also vital that organisations develop policies to guide employees on the correct use ofonline communications. These should cover issues such as privacy, personal use, monitoring, downloading of content,access by third parties and illegal use of the Internet.An international workplace survey (2007) has found that 83% of Australians use email, Internet, or both while at work andmost are convinced it makes them more productive.The survey by global recruitment agency, Kelly Services, found that the use of online communications has extendedacross most of the workforce with only 9% using neither email nor Internet. Both men and women were equallyenthusiastic users of email and the Internet and those in the 25-54 year old age bracket were intensive users.The survey highlights the pervasive use of online tools in the workplace and there is little doubt that online technologieshave transformed the way business operates. With this growing trend in modern business communication withinAustralia, the explosion of unnecessary and time-wasting emails was one of the biggest sources of complaint. Some 35%of workers said they received high levels of emails that were either time wasting or unnecessary. This evidently points tothe volume of emails that are directed to people without a clear purpose.There was widespread acceptance that the technology has a positive impact on the quality of work. However, like anytool, it is important that managers take time to provide the training and support to enable staff to effectively integrateonline tools into their daily work routine, and gain maximum benefit.In an increasingly knowledge-based economy, it is critical that information is widely accessible and able to be utilisedeffectively in the workplace. It is also vital that organisations develop policies to guide employees on the correct use ofonline communications. These should cover issues such as privacy, personal use, monitoring, downloading of content,access by third parties and illegal use of the Internet.
Outcomes:Develop a heightened awareness of the potential perils of digital communicationMaster effective email structures to achieve clarity and successful communicationLearn to write for the reader, starting with effective subject linesMake the most of 'email estate'Carefully consider the email recipientsLearn to work within principles or 'rules of thumb' to ensure professional, clear & effective emailsPerfect grammar because it mattersFormat messages for readabilityLearn to write professionally and brand Broadcast emailsLearn to avoid senders regret by proof readingUnderstand 'netiquette'Master the inbox using some core principles and email functions
Email Etiquette Training Course - Lesson 1Introduction
Evaluate your Email usageWorkshop Objectives
Email Etiquette Training Course - Lesson 2Introduction to Email Etiquette
Email is never secureBig brother may be reading over your electronic shoulderProductivity is lost when cyber-slackers log onEmail misuse and abuse may get you firedEmail can be embarrassingEmail abuse impacts revenues and also reputationsEmail is easily misinterpreted
Email Etiquette Training Course - Lesson 3Create Structure for Success
Forward-To-CC-BCCUrgent! High Importance Low ImportanceSubjectSalutationIntroduction – Body – ConclusionSignatureDraftTime Delays
Email Etiquette Training Course - Lesson 4Rules of Thumb
Effective Subject lines: Tell me up front what you want fromme1 page view onlyAverage 15 words per sentenceAs short as possible – no extra words2 – 3 lines per paragraph
Email Etiquette Training Course - Lesson 5Grammar Perfect
Using spellcheckerCheck for simple sentencesUse the Active VoiceUse of punctuationUse of emoticonsUse of text talk
Email Etiquette Training Course - Lesson 6Formatting your Email Message
Email StyleWriting the EmailSelecting your format settingsChoose the Right FontSelect Appropriate ColoursEnhancing ReadabilityResist the urge to use All Upper – or Lowercase LettersArranging Text into Vertical ListsSending Attachments with Care
Email Etiquette Training Course - Lesson 7Broadcast Emails
BrandingImportance of Branding and consistent subjectheadings
Email Etiquette Training Course - Lesson 8Proofreading Does Pay
A Proofreading PrimerHow Peer Review Can Help
Email Etiquette Training Course - Lesson 9Polishing Your Cybermanners
Watch your CyberlanguageAvoiding Sexist LanguageSet the Right ToneDodging Conversational PitfallsExtinguishing Flames
Email Etiquette Training Course - Lesson 10Netiquette Guidelines
Reviewing Netiquette GuidelinesNetiquette Guidelines for Managers
Email Etiquette Training Course - Lesson 11Managing Email Overload
Controlling your Inbox Clutter
Email Etiquette Training Course - Lesson 12Examples
The GoodThe BadThe Ugly
Australian businesses spend $19bn per year on meetings and most meeting attendees spend their time daydreamingand even snoozing.Learn how to gain accountability, manage the participants, handle disruptions and ensure outcomes and follow-throughwith this Meeting Management course from pdtraining.This effective training course is available now in Brisbane, Sydney, Parramatta, Melbourne, Adelaide, Canberra andPerth.
Meeting Management Course Course Outline
Foreword:An Australian University study has shown that companies are wasting huge amounts of money on inefficient meetings.The study conducted by the University of South Australia discovered that one in three workers admitted to falling asleepin meetings while 87% said they daydream and 26% said they did other work.Professor Terry Robbins-Jones, head of the University's School of Accounting and Information Systems says face-to-face meetings are costing Australian businesses a whopping A$19bn a year. "People spend well over 50% of their timeworking with other people - making it the single most expensive activity in the business world - and yet we know nothingabout it," he said."Bearing in mind that collaboration - including the time spent in face-to-face meetings - probably accounts for well overhalf the total costs of any organisation, companies should be thinking about having a budget for it or monitoring howeffectively it operates," he added. The University of South Australia study found that 46% of executives felt meetingswere a good use of time, while 33% felt that - at best - they were fairly productive. These figures suggest that utilising a"meeting auditor" or "collaborative advocate" could produce cost savings and increased productivity benefits.This Meeting Management Training Course will assist participants with the appropriate meeting conventions andprotocols to managing formal, informal and e-meetings. Participants will learn to apply tools and techniques in planning,participating in, and concluding successful meetings.
Outcomes:Plan & prepare for meetingsIdentify the correct participantsGain insight into choosing the right time & place based on meeting type, attendees & necessary outcomesCreate clear & concise meeting agendasSet up meeting spaces for maximum efficiencyLearn how to incorporate electronic options for remote participantsDefine & assign meeting roles & responsibilitiesUse an agenda for meeting management garnering a desired outcome & accountabilityChair meetings effectively by dealing with disruptions, professionally handling personality conflicts and taking meetingminutes.
Meeting Management Training Course - Lesson 1Planning and Preparing - Part One
Identifying the participantsChoosing the time and placeCreating the agenda
Meeting Management Training Course - Lesson 2Planning and Preparing - Part Two
Gathering materialsSending invitationsMaking logistical arrangements
Meeting Management Training Course - Lesson 3Setting up the Meeting Space
The basic essentialsThe extra touchesChoosing a physical arrangement
Meeting Management Training Course - Lesson 4Electronic Options
Overview of the choices availableThings to considerMaking a final decision
Meeting Management Training Course - Lesson 5Meeting Roles and Responsibilities
The chairpersonThe minute takerThe attendeesVariations for large and small meetings
Meeting Management Training Course - Lesson 6Chairing a Meeting - Part One
Getting off on the right footThe role of the agendaUsing a parking lot
Meeting Management Training Course - Lesson 7Chairing a Meeting - Part Two
Keeping the meeting on trackDealing with overtimeHolding participants accountable
Meeting Management Training Course - Lesson 8Dealing with Disruptions
Running in and outMobile phones and pagers ringingOff on a tangentPersonality conflicts
Meeting Management Training Course - Lesson 9Taking Minutes
What are minutes?What do I record?A take-home templateClosing
Meeting Management Training Course - Lesson 10Making the most of your Meeting
The 50 minute meetingUsing gamesGiving prizesStuffed with magic
This Negotiation Skills Training Course provides you with practical negotiation techniques applicable to negotiation inmany contexts and situations. The negotiation training course is run like a workshop where you are given some theory,then work in pairs or small teams to prepare for negotiations that are relevant to your needs.In this Negotiation Skills Training course you will learn theory and get the opportunity to apply it to scenarios that suityour specific needs. This is training tailored to you!This hands on Negotiation Skills Training Course is available now throughout Australia including, Brisbane, Sydney,Parramatta, Melbourne, Adelaide, Canberra and Perth.
Negotiation Training Course Outline
Foreword:Gain the confidence you need to resolve a point of difference, or the advantage in the outcome of a discussion, producean agreement upon courses of action, or bargain for individual or collective advantage. Negotiation is a process whichcan lead to positive outcomes and develop relationships.This highly participative learner focused Negotiation Skills Training Course will arm you and your team with winningnegotiation skills and tactics so you feel better prepared, more confident and have greater control in the negotiationprocess.
Outcomes:By the end of this training session, participants will be able to:
Explain the basic types of negotiationsLearn the phases of negotiations & gain the skills necessary for successfully negotiatingApply basic negotiating concepts (WATNA, BATNA, WAP & ZOPA)Lay the groundwork for negotiationIdentify what information to share & what information to keep to your selfMaster basic bargaining techniquesApply strategies for identifying mutual gainDemonstrate how to reach a consensus & set the terms of agreementDeal with personal attacks & other difficult issuesApply the negotiating process to solve everyday problemsNegotiate on behalf of someone else
Negotiation Skills Training Course - Lesson 1Understanding Negotiation
Types of negotiationThe three phasesSkills for successful negotiation
Negotiation Skills Training Course - Lesson 2Getting Prepared
Establishing your WATNA and BATNAIdentifying your WAPIdentifying your ZOPA
Negotiation Skills Training Course - Lesson 3Laying the Groundwork
Setting the time and placeEstablishing common groundCreating a negotiation framework
Negotiation Skills Training Course - Lesson 4Phase One - Exchanging Information
Getting off on the right footWhat to shareWhat to keep to yourself
Negotiation Skills Training Course - Lesson 5Phase Two - Bargaining
What to expectTechniques to tryHow to break an impasse
Negotiation Skills Training Course - Lesson 6About Mutual Gain
Three ways to see your optionsAbout mutual gainCreating a mutual gain solution
Negotiation Skills Training Course - Lesson 7Phase Three - Closing
Reaching a consensusBuilding an agreementSetting the terms of the agreement
Negotiation Skills Training Course - Lesson 8Dealing with Difficult Issues
Being prepared for environmental tacticsDealing with personal attacksControlling your emotionsDeciding when it's time to walk away
Negotiation Skills Training Course - Lesson 9Negotiating Outside the Boardroom
Adapting the process for smaller negotiationsNegotiating via telephoneNegotiating via E-mail
Negotiation Skills Training Course - Lesson 10Negotiating on Behalf of Someone Else
Choosing the negotiating teamCovering all the basesDealing with tough questions
In today's business environment, telephone etiquette displayed in organisations is indicative of its willingness and abilityto efficiently assist customers.This Professional Phone Skills course from pdtraining teaches how to project professionalism over the phone, how togain client confidence quickly, handle irate customers and so much more.This practical and engaging training course is available now throughout Australia, including Brisbane, Sydney,Melbourne, Adelaide, Canberra and Perth.
Professional Telephone Skills Course Course Outline
Foreword:This Telephone Skills Training course will provide your staff with the awareness and skills they need to handle phonecalls professionally. This will ensure the positive image of your organisation is reinforced and strengthened with everyconversation.In today's business environment, telephone etiquette displayed in organisations is indicative of its willingness and abilityto efficiently assist customers, both internal and external. The skills and the attitude projected over the telephone form alasting impression in the minds of an organisation's customer, making it a critical customer 'touch point'.Nowadays, virtual teams are the norm rather than the exception, and one of their primary channels of communication isthe telephone. Hence, it is imperative for employees to have a good understanding of business telephone etiquette inorder to aid efficient information exchange.This Professional Telephone Skills Training Program aims at helping employees create a lasting impression in theircustomers' minds - one that shows the organisation reflected in the best light possible. It focuses on developingtelephone etiquette and skills to deal with customers assertively, empathetically, with a sense of care and a positiveattitude.
Outcomes:Learn how to provide effective client service over the phoneProject a professional image over the phoneMaster a professional, effective & reassuring telephone voiceGain client's trust using proven communication techniquesLearn to question effectively over the phoneMaster proven techniques to manage irate customers professionallyLearn tips for handling a busy receptionPhrase more effectively for positive and clearer communicationEstablish the right words for unambiguous, positive & productive communication
Professional Telephone Skills Training Course - Lesson 1Providing Effective Client Service
The ten commandments of good businessWhat makes an effective client communicator?Seven sins of serviceSkills and attributes of an effective client communicatorHigh emotion = low intelligence
Professional Telephone Skills Training Course - Lesson 2Your Telephone Voice
Communication skillsFive qualities of a good telephone voiceVocal qualities checklist
Professional Telephone Skills Training Course - Lesson 3Gaining your Client's Trust
Create a great first impressionPut your customer at easeFinding a better phraseEnding a call politely and professionally
Professional Telephone Skills Training Course - Lesson 4Prepare Yourself
Professional handling of incoming callsTransferring callsTaking messages
Professional Telephone Skills Training Course - Lesson 5Effective Questioning
Questioning techniques??? Questions ???Open and closed questionsQuestions to keep control of the callTelephone techniques
Professional Telephone Skills Training Course - Lesson 6Irate Clients
Determine why your client is IrateLearn the challenges of irate clientsHave a H.E.A.R.T. to defuse an irate client
Professional Telephone Skills Training Course - Lesson 7Reception Tips
Top Useful reception tips
Professional Telephone Skills Training Course - Lesson 8Better Phrases
Improve your interaction with Inbound callsBetter your Outbound calls success
Professional Telephone Skills Training Course - Lesson 9Action Plan
Create a Personal action planWhat I am going to implement immediately on-the-job
Professional Telephone Skills Training Course - Lesson 10Wrap up and course conclusion
Review the courseShare ideas and personal challengesQuestion and answer time
This Public Speaking course will help to overcome nervousness, boost confidence, and increase professionalism byteaching practical tools and techniques that can be utilised straight away. It will provide you with valuable public speakingskills, including in-depth information on developing an engaging program and delivering your presentation withconfidence and power.This engaging, practical training course from pd training is available now in Brisbane, Parramatta, Sydney, Melbourne,Adelaide, Canberra and Perth.
Public Speaking Training Course Outline
Foreword:Public Speaking consistently ranks as people's top fear (the number 2 fear is normally death, followed by spiders).Additionally, an astounding 75% of people suffer from speech anxiety. Do you want to change your fear of publicspeaking, improve your career, speak with confidence and deliver professional business presentations with impact andease? Mastering this fear and getting comfortable speaking in public can be a great ego booster, not to mention a hugebenefit to your career.Whether you are speaking to a handful of people, a small group, or a large audience, this course will cover the detailsrequired so that you have a dynamic presence for any speaking engagement.
Outcomes:By the end of this course, participants will be able to:
Analyse an audience and tailor the delivery accordinglyDesign presentations for maximum impactExpand on key points to ensure clarityMaster techniques to overcome nervousness and present with confidencePractice techniques that ensure clear, concise and effective wording is usedDeliver a polished, professional and credible speechHandle questions and comments effectively
Public Speaking Training Course - Lesson 1Identifying your Audience
Performing a needs analysisCreating an audience profileIdentifying key questions and concerns
Public Speaking Training Course - Lesson 2Creating a Basic Outline
Outlining the situationIdentifying the task that had to be performedListing the actions you tookRevealing the results
Public Speaking Training Course - Lesson 3Organising the Program
Making organisation easyOrganisational methodsClassifying and categorising
Public Speaking Training Course - Lesson 4Fleshing it Out
Identifying appropriate sourcesEstablishing credibilityThe importance of citations
Public Speaking Training Course - Lesson 5Putting it all Together
Writing your presentationAdding a Plan BReviewing, editing and Re-writing
Public Speaking Training Course - Lesson 6Being Prepared
Checking out the venueGathering materialsA 24 Hour checklist
Public Speaking Training Course - Lesson 7Overcoming Nervousness
A word from the bossPreparing mentallyPhysical relaxation techniquesAppearing confident in front of the crowd
Public Speaking Training Course - Lesson 8Delivering your Speech - Part One
Starting off on the right footUsing visual aidsChecking the volume of your voice
Public Speaking Training Course - Lesson 9Delivering your Speech - Part Two
Adjusting on the FlyGauging whether breaks are RequiredWrapping up and Winding Down
Public Speaking Training Course - Lesson 10Questions and Answers
Ground rulesAnswering questions that sound like an attackDealing with complex questions
Emotions can influence the way we act and react in the workplace. Emotional Intelligence is the ability to recognise ourbehaviours, moods, and impulses, and manage them in a positive way so that we can communicate effectively,empathise with others, manage stress, overcome challenging situations and defuse conflict.Emotional intelligence helps you build stronger relationships, succeed at work, and achieve your career and personalgoals.This dynamic training course is available now throughout Australia, including Brisbane, Sydney, Melbourne, Adelaide,Canberra and Perth.
Emotional Intelligence (EQ) Course Outline
Foreword:Healthy emotions + Clear thinking + Appropriate action = High EQEmotional intelligence is a skill. And like any other skill, you can get better at it with training and practice. It allows you toread the style of individuals and adjust your communications accordingly. This one day training course is useful for anyone who leads or works with other people, no matter what size theorganisation. This course will focus on the five core competencies of emotional intelligence: self-management, self-awareness, self-regulation, self-motivation and empathy and also include interpersonal skills.Participants will learn to develop and implement these competencies to enhance their relationships in work and life byincreasing their understanding of social and emotional behaviours, and learning how to adapt and manage theirresponses to particular situations.
Outcomes:Define Emotional Intelligence (EQ).Identify the benefits of emotional intelligence.Learn the four core skills required to practice emotional intelligence.Define and practice self-management, self-awareness, self-regulation, self-motivation and empathy.Successfully communicate with others in a non-verbal manner.Verbally communicate with others.Interpret and manage your emotions.Master tools to regulate and gain control of one’s own emotionsArticulate your emotions using the right language.Balance optimism and pessimism.Effectively impact others.Relate emotional intelligence to the workplace.Use the concepts and techniques in the workplace.
Emotional Intelligence (EQ) For Professionals TrainingCourse - Lesson 1Getting Started
Housekeeping ItemsWorkshop ObjectivesThe Parking LotAction Plan
Emotional Intelligence (EQ) For Professionals TrainingCourse - Lesson 2What is Emotional Intelligence?
Benefits of Emotional IntelligenceSnapshot of Academic Theory of EI & Assessing EQ5 Dimensions of the Trait EI ModelLesson 2 Workbook Activity: EQ Self-Assessment
Emotional Intelligence (EQ) For Professionals TrainingCourse - Lesson 3Self-Awareness (SA)
Self-AwarenessSelf-ManagementSeeing the Other SideGiving in Without Giving Up – The Art of CompromiseLife Positions – You and Only You Can Choose YourMindsetLesson 3 Workbook Activities
Emotional Intelligence (EQ) For Professionals TrainingCourse - Lesson 4Self-Regulation/Managing Emotions (ME)
The ‘EQ brain’ and How it WorksThe Science of EmotionsAmygdala Hijack - What’s Happening Inside Our HeadWhen We Lose ControlUnderstanding EmotionsFind Your Self-Control… Take Back Your AmygdalaUsing Coping ThoughtsRelaxation TechniquesLesson 4 Workbook Activities
Emotional Intelligence (EQ) For Professionals TrainingCourse - Lesson 5Self-Motivation (M)
OptimismPessimismThe Balance between Optimism and PessimismThe Power of Re-Framing: The Balance betweenOptimism and PessimismLesson 5 Workbook Activity
Emotional Intelligence (EQ) For Professionals TrainingCourse - Lesson 6Empathy (E)
What are the Barriers to Empathy?Developing Your EmpathyLesson 6 Workbook Activity
Emotional Intelligence (EQ) For Professionals TrainingCourse - Lesson 7Social Skills (SS)
Making an ImpactCreating a Powerful First ImpressionAssessing a SituationBeing Zealous without Being OffensiveTraits of a Person with High Social Skills
Emotional Intelligence (EQ) For Professionals TrainingCourse - Lesson 8Skills in Emotional Intelligence
How to Accurately Perceive EmotionsUse Emotions to Facilitate ThinkingUnderstand Emotional MeaningsManage EmotionsLesson 8 Workbook Activity
Emotional Intelligence (EQ) For Professionals TrainingCourse - Lesson 9Verbal Communication Skills
Verbal Communication – Clear Message, EmotionallyEffectiveFocused ListeningAsking QuestionsCommunicating with Flexibility and Authenticity
Emotional Intelligence (EQ) For Professionals TrainingCourse - Lesson 10Non-Verbal Communication Skills
Body LanguageThe Signals You Send to OthersIt’s Not What You Say, It’s How You Say It
Emotional Intelligence (EQ) For Professionals TrainingCourse - Lesson 11Social Management and Responsibility
Articulate your Emotions Using LanguageBusiness PracticesUnderstand Emotions and How to Manage Them inthe WorkplaceRole of Emotional Intelligence at WorkDisagreeing Constructively
Emotional Intelligence (EQ) For Professionals TrainingCourse - Lesson 12Wrapping Up
Words from the WiseReview of Parking LotLessons LearnedCompletion of Action Plans and Evaluations
Proposal writing is an art and a craft that can be mastered through learning and practice. Achieving mastery in writing aproposal requires skilled research, planning, outlining, writing, organising and editing. This comprehensive trainingcourse offers practical skills in proposal writing to help learners write outstanding business proposals. This dynamic course is now available Australia wide including Brisbane, Sydney, Melbourne, Canberra, Perth,Parramatta and Canberra.
Writing Winning Proposals Training Course Course Outline
Foreword:During this course, participants develop various skills including identifying the audience and the purpose of a proposal,creating a framework, using details to perfect a proposal, using online and offline resources, writing, editing, andproofreading. The course provides a comprehensive understanding and use of proposal writing tools that result in the creation ofexcellent proposals.
Outcomes:After completing this course, participants will have learnt to:
Understand the proposal writing processIdentify and create different types of proposalsIdentify the purpose of a proposalIdentify the audiencePerform a needs analysisWrite a goal statementUse the proper format for proposal writingCreate a frameworkUnderstand the importance of details and focus on themIdentifying resources online and offline for researchOrganising information masterfullyUse persuasive writing techniquesReview spelling and grammarConstructing words, sentences and paragraphs brilliantlyCheck the readability of a proposalProofread and editProvide a professional feel and look to a proposal
Writing Winning Proposals Training Course - Lesson 1Getting Started
Pre-Assignment ReviewWorkshop Objectives
Writing Winning Proposals Training Course - Lesson 2Understanding Proposals
What is a Proposal?The Proposal Writing ProcessTypes of ProposalsAbout Requests for Proposals
Writing Winning Proposals Training Course - Lesson 3Beginning the Proposal Writing Process
Identifying Your Purpose and Your AudiencePerforming a Needs AnalysisWriting the Goal Statement
Writing Winning Proposals Training Course - Lesson 4Preparing An Outline
A General FormatSpecial SectionsCreating a FrameworkGetting Down to Details
Writing Winning Proposals Training Course - Lesson 5Finding Facts
Identifying ResourcesUsing the Internet as a ResourceOrganising Your Information
Writing Winning Proposals Training Course - Lesson 6Writing Skills, Part One
Spelling and GrammarWorking with WordsConstructing SentencesPersuasive WritingMastering Voice
Writing Winning Proposals Training Course - Lesson 7Writing Skills, Part Two
Creating ParagraphsCreating Strong TransitionsBuilding up to Conclusions
Writing Winning Proposals Training Course - Lesson 8Writing the Proposal
Educating the EvaluatorGhosting the CompetitionUsing Illustrations
Writing Winning Proposals Training Course - Lesson 9Checking for Readability
Checking for ClarityReading for Your AudienceUsing the Readability Index
Writing Winning Proposals Training Course - Lesson 10Proofreading and Editing
Proofreading Like a ProEditing TechniquesChecking the FactsThe Power of Peer Review
Writing Winning Proposals Training Course – Lesson 11Adding the Final Touches
Our Top Typesetting TipsAchieving a Professional Look and FeelCreating the Final Package
Writing Winning Proposals Training Course - Lesson 12Wrapping Up
Words from the WiseYour Notebook
This Communicating Across Cultures training course will provide your employees with the skills to communicate moreeffectively and do business with people from different cultures. This practical course will teach your staff how to removecultural barriers for trade and increase their effectiveness in a global marketplace. Change the way your staff communicate and book Communicating Across Cultures training classes today. Available nowthroughout Australia, including Brisbane, Sydney, Parramatta, Melbourne, Adelaide, Canberra and Perth.
Communicating Across Cultures Training Course Course Outline
Foreword:Successful business strategies don’t always translate when you conduct business abroad. Your negotiating strategiesmay strike the wrong chord, or your polished business etiquette, which served you well in your own culture, may beinterpreted as rude. When you recognize and respect cultural differences, you show you are serious about doingbusiness in a global society.Course Objective:You will communicate and conduct business effectively across cultures.Target Audience:This course is for individuals who need to communicate clearly and effectively while conducting business in culturesother than their own.Delivery Method:Instructor led, group-paced, classroom-delivery learning model with structured hands-on activities. This course includes avariety of insightful scenarios and case studies involving specific cultures such as Japan, and Indonesia. Specificexamples of cultural awareness and sensitivities will be included into course depending on the main nationalities ofinterest for each client.
Outcomes:In this course participants will:
Understand the importance in recognising key cultural differences when doing business Learn how to communicate effectively and appropriately with people from different culturesGain insight into cultural differences within business protocolLearn how to create and manage high-performing, cross-cultural teamsGain practical strategies for conducting successful multicultural negotiationsLearn how to analyse cultural differences to successfully resolve cross-cultural issues Become a more effective communicator in a global business environment
IntroductionCourse Objectives
Communicating Across Cultures Training Course - Lesson 1Section 1: Communicating Across Cultures
TOPIC A – Recognise Cultural DifferencesRole of Status in Different CulturesThe Role of the IndividualHigh-Context and Low-Context CulturesHow to Recognise Cultural DifferencesDiscovery Activity 1-1 Respecting Differences in StatusDiscovery Activity 1-2 Respecting Differences in Status
TOPIC B – Communicate in Other CulturesThe Role of English in Business RelationsDiscovery Activity 1-3 Communicating in Other CulturesDiscovery Activity 1-4 Communicating in Other Cultures
TOPIC C – Follow Business Protocol in Other CulturesRole of the TranslatorTime ExpectationsHow to Follow Business Protocol in Other CulturesDiscovery Activity 1-5 Following Business Protocol inOther CulturesDiscovery Activity 1-6 Following Business Protocol inOther Cultures
TOPIC D – The Written Laws and the Unwritten LawsGetting to Know Legal and Social LawsLearning their Greetings and PartingsTaking Hints from Nonverbal CommunicationCultural Diversity within a CountryPhysical ContactLesson 1 Follow–up
Communicating Across Cultures Training Course -Lesson 2Section 2: Working with Other Cultures
TOPIC A – Work in Teams in Other CulturesDecision MakingDiscovery Activity 2-1 – Working in Teams inOther CulturesDiscovery Activity 2-2 Working with Teams inOther Cultures
TOPIC B – Negotiate in Other CulturesTypes of NegotiationDiscovery Activity 2-3 – Negotiating in OtherCulturesDiscovery Activity 2-4 – Negotiating in OtherCultures
TOPIC C – Resolve Conflict in Other CulturesHow to Resolve Conflict in Other CulturesDiscovery Activity 2-5 Resolving Conflict in OtherCulturesDiscovery Activity 2-6 Resolving Conflict in OtherCultures
TOPIC D – Uses of Small Talk in a MulticulturalSetting
Exploring a Culture through Arts and SciencesSmall Talk for Establishing RelationshipsUse of Small Talk for Establishing RelationshipsSmall Talk for Gaining Comfort Level
Course Wrap–Up
The ability to interpret body language is a skill that will enhance your capability. This Body Language training course from pd training will enable you to recognise the body language of others whilebeing aware of what your own body is communicating.Body Language training courses are available now throughout Australia, including Brisbane, Sydney, Parramatta,Melbourne, Adelaide, Canberra and Perth.
Body Language Training Course Outline
Foreword:The ability to interpret body language is a skill that will enhance anyone’s career. Body language is a form ofcommunication, and it needs to be practiced like any other form of communication. Whether in sales or management, it isessential to understand the body language of others and exactly what your own body is communicating.
Outcomes:In this course participants will:
Learn how to translate genstures into wordsUnderstand the difference between open & closed body languageLearn how to avoid common body language mistakesGain insight into the differences in body language between gendersUnderstand the signals you're sending to othersLearn the role facial expressions play in body languageLearn how to use body language to strengthen your negotiationsUnderstand how body language can expose deceptionLearn how to match words with movement to instill trust
Body Language Training Course - Lesson 1Getting Started
The Parking LotWorkshop ObjectivesAction Plans & Evaluations
Body Language Training Course - Lesson 2Communicating with Body Language
Learning a New LanguageThe Power of Body LanguageMore than WordsActions Speak Louder than Words
Body Language Training Course - Lesson 3Reading Body Language
Head PositionTranslating Gestures into WordsOpen vs. Closed Body LanguageThe Eyes Have It
Body Language Training Course - Lesson 4Body Language Mistakes
Poor PostureInvading Personal SpaceQuick MovementsFidgeting
Body Language Training Course - Lesson 5Gender Differences
Facial ExpressionsPersonal DistancesFemale Body LanguageMale Body Language
Body Language Training Course - Lesson 6Nonverbal Communication
Common GesturesThe Signals You Send to OthersIt's Not What You Say, It's How You Say ItWhat Your Posture Says
Body Language Training Course - Lesson 7Facial Expressions
Linked with EmotionMicro-ExpressionsFacial Action Coding System (FACS)Universal Facial Expressions
Body Language Training Course - Lesson 8Body Language Business
Communicate with PowerCultural DifferencesBuilding TrustMirroring
Body Language Training Course - Lesson 9Lying and Body Language
Watch Their HandsForced SmilesEye ContactChanges in Posture
Body Language Training Course - Lesson 10Improve Your Body Language
Be Aware of Your MovementsThe Power of ConfidencePosition and PosturePractice in a Mirror
Body Language Training Course - Lesson 11Matching Your Words to Your Movements
Involuntary MovementsSay What You MeanAlways Be ConsistentActions Will Trump Words
Body Language Training Course - Lesson 12Wrapping Up
Words from the Wise
Ever find yourself rambling on and stumbling for answers? Have a hard time getting your ideas across?This internationally acclaimed workshop teaches critical skills to get ideas across clearly, concisely, and persuasively.Think On Your Feet® training courses teach the "capsules-of-persuasion" concept - 10 plans that structure one's ideasquickly, for impact and are currently available now throughout Australia including, Brisbane, Sydney, Melbourne,Canberra, Adelaide and Perth.
Think on Your Feet® (2-days) Course Outline
Foreword:The ability to Think on Your Feet® is now a core skill. It means getting your ideas across clearly, concisely, persuasively(and being remembered). Everyone wants you to get to the point - Quickly. Think on Your Feet® introduces the“capsules-of-persuasion” concept – 10 plans that structure your ideas quickly, for impact.
Outcomes:Learn to speak with brevity, clarity & persuasivelyMaster getting to the point and being rememberedLearn effective fall-back techniques when caught off-guardLearn to present ideas effectivelyHandle questions quicker, more concisely & persuasivelyAdd depth to ones own messages using "visual" pegsLearn to avoid common communication trapsDivide information into facets, aspects or perspectivesLearn to bridge from question to answer
Think on Your Feet® Training Course - Lesson 1Getting to the Point & Being Remembered
Techniques to package persuasionStructuring ideas simply and clearlySpeaking in different situations: one-on-one, on the phone, inmeetings, informal presentations
Think on Your Feet® Training Course -Lesson 2Presenting your ideas
ClearlyConciselyPowerfully
Think on Your Feet® Training Course - Lesson 3Using Handy Fall-Back Techniques when you’re caught off guard
Making sense out of a mass of factsExplaining step-by-step processes clearly
Think on Your Feet® Training Course -Lesson 4Handling Questions Quickly, Clearly andPersuasively
Following the “Rule of Threes”Creating logical pegs to hang yourthoughts oneAnnouncing & Recapping
Think on Your Feet® Training Course - Lesson 5Using “visual” pegs as your structure
Achieving impactSupporting large and complex topicsAdding depth to your message
Think on Your Feet® Training Course -Lesson 6Avoiding Common CommunicationTraps
Keeping on TrackAvoiding information overloadAddressing your listener’s core concerns
Think on Your Feet® Training Course - Lesson 7Dividing Information into Facets, Aspects or Perspectives
Achieving objectivityExpressing thoughtfulnessAddressing issues from different viewpoints
Think on Your Feet® Training Course -Lesson 8Bridging from Question to Answer
Buying timeAnswering the right questionHandling objections and tough questionspositively
Think on Your Feet® Training Course - Lesson 9How to broaden or focus your listener’s perspective
Moving from detail to big picture, or vice versaHandling sensitive or confidential informationCountering sweeping generalizations
Think on Your Feet® Training Course -Lesson 10Moving two opposing viewpoints to amiddle ground
Negotiating a win-win outcomeDealing with conversational topicsMoving to action
Think on Your Feet® Training Course - Lesson 11Selling the benefits of your products, ideas, services
Presenting benefits not featuresShowing advantages to your listenerEmploying the “So What” test
Think on Your Feet® Training Course -Lesson 12Fleshing out your ideas
Using examples to increaseunderstanding and recallDeveloping ideas through the use ofoppositesExplaining an idea by cause and effect
Across an entire organisation, many meetings from informal to formal are taking place every day. Are acurate records ofkey business decisions being recorded? Who were the key decision makers? Does anyone know what happened in themeeting and what decisions were made and carried and ideas discussed and motioned? Are your business unitseffectively implementing decisions made after the meeting? The pd training minute-taking training course will enable youto understand the important role of a minute-taker as well as efficiently recording all the important informationdiscussed.This action packed day will include fun mock-meetings and activities run by one of our expert minute-taking trainers andis available now throughout Australia, including Brisbane, Sydney, Parramatta, Melbourne, Adelaide, Canberra andPerth.
Minute-taking Training Course Course Outline
Foreword:Improve your meeting outcomes with effective minute-taking.Effective minute-taking will enable your business units to solve many problems and complaints associated with runningmeetings. In the hands of a competent minute-taker, the following skills will enable managers and staff to effectivelyaction efficiently recorded meeting items.You will also learn advanced styles of minute taking such as colour-coding and suitable methods for minute-taking ininformal, formal and action meeting settings.
Who will benefit from taking this workshop?
Administrative staff and assistantsRecording SecretaryAdministrative Assistant
Outcomes:Recognise the importance and outcomes of minute-takingIdentify and record action items during board meetingsDevelop skills in active listening, critical thinking, and organisationUnderstand and customise meeting agreementsRecord three types of minutes, including formal meetings, informal, and action itemsPrepare and publish minutes with perfectionTake minutes in interactive board meetingsWrite drafts, proofread and organise minutesBuild and maintain a minute bookRecognise the outcome of minute-taking for a particular meetingRecognise the role of a minute-taker in achieving larger goals of an organisationDeal with common complaints and difficulties faced by minute-takersPerform the role with expertise using knowledge and skills
Minute-taking Training Course - Lesson 1The Role of a Minute Taker
Discuss The Role of a Minute TakerExplore common problems and solutions in small groups
Minute-taking Training Course - Lesson 2The Skills of a Minute Taker
An ability to listenCritical thinking skillsGood organisation techniques
Minute-taking Training Course - Lesson 3Meeting Agreements
Discuss meeting agreementsThree templates to take away and customise
Minute-taking Training Course - Lesson 4Minutes Styles
Formal meeting styleInformal meeting styleAction meeting style
Minute-taking Training Course - Lesson 5What Do I Record?
Participants will learn what to record during a meeting
Minute-taking Training Course - Lesson 6Techniques for Preparing Minutes
Tools for creating minutesOrganisation methodsTechniques for writing draftsProofreading tips
Minute-taking Training Course - Lesson 7Taking Minutes in an Interactive Meeting
Learn how their role as a minute-taker will be different in aninteractive meeting
Minute-taking Training Course - Lesson 8The Minute Book
participants will learn how to build and maintain aminute book
Managers, team members, owners and employees need to conduct difficult conversations at some time or another.Although difficult conversations cannot be avoided, they can be successfully managed to achieve positive outcomes.Understanding and skill development are necessary qualities that help in keeping you in control of difficult conversationsbefore, during and after it so that you can achieve the desired outcome. This highly valuable and engaging course empowers professionals to handle difficult conversations with ease to achieveprofessional success. Managing Difficult Conversations Training is now available throughout Australia includingBrisbane, Sydney, Melbourne, Adelaide, Canberra, Parramatta and Perth, and also via instructor-led online training.
Managing Difficult Conversations Course Outline
Foreword:Managing Difficult Conversations requires specialised knowledge and skill development because they are tough tohandle without it. During this training course, participants develop an understanding of where, when, why and how toconduct difficult conversations. The goal of this course is to empower professionals to be in control of a difficult conversation at all stages of it so thatthey can achieve the desired outcome. It is a necessary skill in the management of human resources, handling ofcustomers, and team management.
Outcomes:After completing this course, participants will have learned to:
Predict the results of a conversationEstablish the intent of a conversationIdentify the desired outcomeManage their body languageSpeak persuasivelyListen activelyUse probing techniquesAsk the right questions at the right timeEstablish the purpose of a difficult conversationCreate a conversation templateCreate a personalised action planUse communication skills to influence and controlMaintain safety in a conversationChoose an appropriate place for a conversationUnderstand and analyse the other personStay in control of the conversation throughout
Managing Difficult Conversations Training Course - Lesson1Introduction
IcebreakerHousekeeping ItemsThe Parking LotWorkshop Objectives
Managing Difficult Conversations Training Course - Lesson2Choosing to Have the Conversation
Considering the ConsequencesEstablishing Your Frame of ReferenceEstablishing Positive IntentIdentifying the Desired Outcome
Managing Difficult Conversations Training Course - Lesson3Toolkit for Successful Conversations
Managing Your Body LanguageSpeaking PersuasivelyActive ListeningAsking QuestionsProbing Techniques
Managing Difficult Conversations Training Course - Lesson4Choosing the Time and Place
Weighing urgencyPrivacyConsiderationTransparency and presence of 3rd parties
Managing Difficult Conversations Training Course - Lesson5Framework for Difficult Conversations
What’s Your Purpose?Steps for a Difficult ConversationCreating a Conversation Template
Managing Difficult Conversations Training Course - Lesson6Staying Safe
Anticipating conflictMutual respectCommon groundStaying in controlWhen to walk awayWhen things don't work
Managing Difficult Conversations Training Course - Lesson7Testing the waters
Practice and review in class
Managing Difficult Conversations Training Course - Lesson8Wrap up
Course reviewAction plan
Teams are an important building block of successful organisations. Whether the focus is on service, quality, cost, value,speed, efficiency, performance, or other similar goals, teams are the basic unit that supports most organisations.With teams at the core of corporate strategy, your success as an organisation can often depend on how well you andother team members operate together. How are your problem-solving skills? Is the team enthusiastic and motivated to doits best? Do you work well together?This 1/2-day course, running now in Brisbane, Sydney, Melbourne, Canberra, Perth, Parramatta and Canberra, can helpyou get there!
Team Communication Course Course Outline
Foreword:Teams are an important building block of successful organisations. Whether the focus is on service, quality, cost, value,speed, efficiency, performance, or other similar goals, teams are the basic unit that supports most organisations.With teams at the core of corporate strategy, your success as an organisation can often depend on how well you andother team members operate together. How are your problem-solving skills? Is the team enthusiastic and motivated to doits best? Do you work well together?This 1/2-day course can help you get there!
Outcomes:By the end of this course, participants will be able to:
Understand the value of working as a teamDevelop team norms, ground rules, and team contractsIdentify your team player style and how it can be used effectively with your own teamBuild team trustIdentify the stages of team development and how to help a team move through themRecognise the critical role that communication skills will play in building and maintaining a team atmosphereIdentify ways that team members can be involved and grow in a team setting
Better Team Communication Training Course - Lesson 1Getting Started
The Parking LotWorkshop ObjectivesAction Plans & Evaluations
Better Team Communication Training Course - Lesson 2Defining Teams
Making the GradeLooking Into OurselvesDebrief
Better Team Communication Training Course - Lesson 3Establishing Team Norms
Characteristics of TeamsGround RulesTeam Contracts
Better Team Communication Training Course - Lesson 4Working as a Team
Putting it Into PerspectiveNo Need for Black & White ThinkingDegrees of Support
Better Team Communication Training Course - Lesson 5Your Team Player Type
What's Your Team Player Type?What Does it Mean To Have a Number?My Team Style
Better Team Communication Training Course - Lesson 6Building Team Trust
Why is Trust Important?Building Trust
Better Team Communication Training Course - Lesson 7The Stages of Team Development
FormingStormingNormingPerformingAdjourningForming an Effective TeamMaking Connections
Better Team Communication Training Course - Lesson 8Team Building with TORI
What Does TORI Mean?
Better Team Communication Training Course - Lesson 9Communication
Defining CommunicationListening Skills
Better Team Communication Training Course - Lesson 10Becoming a Good Team Player
Attitude is Everything!
Teleworkers or virtual employees present both advantages and challenges. Managing a de-centralised office requiresspecial training and skills. This course in Telework and Telecommuting provides training in self-management,organisation, planning, communication, and overcoming specific challenges in telework and telecommuting.This highly valuable and engaging training course is now available Australia-wide including Brisbane, Sydney,Melbourne, Perth, Adelaide, Canberra and Parramatta.
Telework and Telecommuting Training Course Outline
Foreword:During this course, participants will develop knowledge and skills in organisation, planning, management andcommunication specific to telework and telecommuting. The course offers skills in managing and working in a de-centralised office.
Outcomes:This Telework And Telecommuting Training Course provides the tools and knowledge to enhance work performance.Participants establish the additional work skills needed to be successful in a work-from-home environment.After completing this course, participants will have learned to:
Manage timeOrganise and planDevelop communication skillsSolve problems on their ownStay motivatedUse freedom wiselyLearn accountabilityRecognise and remove bad habitsLearn from mistakes and avoid repetitionBuild flexibility in scheduleBuild trust and rapportUse feedbackBeat isolationSet realistic expectations from family
Telework and Telecommuting Training Course - Lesson 1Getting Started
Housekeeping ItemsPre-Assignment ReviewWorkshop ObjectivesThe Parking LotAction Plan
Telework and Telecommuting Training Course - Lesson 7Organising and Planning (I)
Plan for Additional StressWhen to Seek HelpBeing Proactive - Not ReactiveEstablish Priorities & Attainable GoalsCase Study
Telework and Telecommuting Training Course - Lesson 2Core Skills Required
Self-ManagementTime ManagementOrganising and PlanningCommunicationCase Study
Telework and Telecommuting Training Course - Lesson 8Organising and Planning (II)
Setting Up Your Home OfficeRemove Unneeded or Distracting ItemsWhen Technology FailsDevelop a Normal Working DayCase Study
Telework and Telecommuting Training Course - Lesson 3Self-Management (I)
Solving Problems on Your OwnBeing and Staying MotivatedYou Have More Freedom - Don't Abuse ItYou and Only You are AccountableCase Study
Telework and Telecommuting Training Course - Lesson 9Communication (I)
Stay in the LoopUse the Correct MediumBe Clear and to the PointVirtual Communication Can Be ImpersonalCase Study
Telework and Telecommuting Training Course - Lesson 4Self-Management (II)
Recognise and Remove Bad HabitsReflect on Mistakes and Learn from ThemEstablish Good HabitsBe Assertive with YourselfCase Study
Telework and Telecommuting Training Course - Lesson 10Communication (II)
Open and Frequent CommunicationShare Your InformationHave a Collaborative AttitudeSetting Expectations with Family & FriendsCase Study
Telework and Telecommuting Training Course - Lesson 5Time Management (I)
Build a Little Flexibility into Your ScheduleIdentify and Remove Time WastersWorking with Time ZonesUsing Free Time WiselyCase Study
Telework and Telecommuting Training Course - Lesson 11Additional Challenges
Building Trust & RapportFeeling IsolatedAlways in the OfficeLack of or Less FeedbackCase Study
Telework and Telecommuting Training Course - Lesson 6Time Management (II)
The Urgent/Important MatrixSetting and Sticking to DeadlinesThe Glass Jar: Rocks, Pebbles, Sand & WaterRecognise When You Are ProcrastinatingCase Study
Telework and Telecommuting Training Course - Lesson 12Wrapping Up
Words from the WiseParking LotLessons LearnedCompletion of Action Plans and Evaluations
Providing criticism, even when positive, is one of the most challenging tasks. This training course in deliveringconstructive criticism provides participants with valuable knowledge and skills to help them easily and productivelyprovide criticism.This dynamic and practical training course is now available throughout Australia, including Brisbane, Sydney, Melbourne,Adelaide, Canberra, Parramatta and Perth and also via instructor-led online training.
Delivering Constructive Criticism Training Course Outline
Foreword:Constructive Criticism must be provided correctly to maximise its impact and benefits. During this training course indelivering constructive criticism, participants receive training in choosing the right place, time and occasion for givingcriticism, setting goals, prepare and plan a healthy criticism, and understanding the role of emotions and reactions indelivering constructive criticism.
Outcomes:Effective criticism helps in the management of human resources. It reduces/eliminates problematic behaviours andconflicts that negatively impact an organisation. When an employee commits an action that requires feedback or criticismit needs to be handled appropriately and skillfully.This extensive training course helps participants develop essential skills in delivering constructive criticism that positivelyimpacts an individual and the company.After completing this course, participants will have learned to:
Determine the right place to give feedbackConsider informal feedbackGather facts on the issueCreate an action planPractice toneControl and create an impactCriticise in private, praise in publicCreate a safe environment for providing criticismMonitor body languageDevelop understanding and active listeningBe collaborativeSet goalsCheck emotions and outburstsDiffuse negative emotions including angerUnderstand what not to doMeasure results
Delivering Constructive Criticism Training Course - Lesson1Getting Started
Housekeeping ItemsPre-Assignment ReviewWorkshop ObjectivesThe Parking LotAction Plan
Delivering Constructive Criticism Training Course - Lesson7Setting Goals
SMART GoalsThe Three P'sAsk for Their InputBe as Specific as PossibleCase Study
Delivering Constructive Criticism Training Course - Lesson2When Should Feedback Occur?
Repeated Events or BehaviourBreaches in Company PolicyWhen Informal Feedback Has Not WorkedImmediately After the OccurrenceCase Study
Delivering Constructive Criticism Training Course - Lesson8Diffusing Anger or Negative Emotions
Choose the Correct WordsStay on TopicEmpathiseTry to Avoid 'You Messages'Case Study
Delivering Constructive Criticism Training Course - Lesson3Preparing and Planning
Gather Facts on the IssuePractice Your ToneCreate an Action PlanKeep Written RecordsCase Study
Delivering Constructive Criticism Training Course - Lesson9What Not to Do
Attacking or BlamingNot Giving Them a Chance to SpeakTalking DownBecoming EmotionalCase Study
Delivering Constructive Criticism Training Course - Lesson4Choosing a Time and Place
Check the Ego at the DoorCriticise in Private, Praise in PublicIt Has to Be Face to FaceCreate a Safe AtmosphereCase Study
Delivering Constructive Criticism Training Course - Lesson10After the Session (I)
Set a Follow-Up MeetingMake Yourself AvailableBe Very Specific with the InstructionsProvide Support and ResourcesCase Study
Delivering Constructive Criticism Training Course - Lesson5During the Session (I)
The Feedback SandwichMonitor Body LanguageCheck for UnderstandingPractice Active ListeningCase Study
Delivering Constructive Criticism Training Course - Lesson11After the Session (II)
Focus on the FutureMeasuring ResultsWas the Action Plan Followed?If Improvement is Not Seen, Then What?Case Study
Delivering Constructive Criticism Training Course - Lesson6During the Session (II)
Set GoalsBe CollaborativeAsk for a Self-AssessmentAlways Keep Emotions in CheckCase Study
Delivering Constructive Criticism Training Course - Lesson12Wrapping Up
Words from the WiseParking LotLessons LearnedCompletion of Action Plans and Evaluations